We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 1021 results
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Decision Reference DRN-5069810
15 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5069810 The complaint Mr A, through a representative, says NewDay Ltd, trading as Marbles, irresponsibly lent to him. What happened Mr A applied for a credit card from NewDay in August 2017. It was approved with a limit of £900. This was decreased to £600 in November 2017. He was th... (4 pages)View decision -
Decision Reference DRN-4640736
11 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4640736 The complaint Mr H complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. What happened Mr H was provided with an Aqua credit card by NewDay with an initial credit limit of £600. The credit limit was increased on eight occasions resulting in a final ... (2 pages)View decision -
Decision Reference DRN-4178613
26 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4178613 The complaint Mr P complains that NewDay Ltd trading as NewDay Cards lent to him irresponsibly. What happened In February 2019 Mr P applied for a Debenhams card. NewDay approved the application and gave Mr P a card with an initial credit limit of £500. The credit limit was incr... (3 pages)View decision -
Decision Reference DRN-5583268
17 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5583268 The complaint NewDay Ltd trading as Aqua increased his credit limit from £2,100 to £3,600. Mr B says the increased credit limit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fac... (2 pages)View decision -
Decision Reference DRN-2274716
3 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2274716 The complaint Mrs C complains that NewDay Ltd trading as Aqua (‘NewDay’) acted irresponsibly when they provided her a credit card in February 2017. Mrs C also complains that NewDay didn’t consider her gambling addiction when offering her the card. What happened Mrs C applied fo... (3 pages)View decision -
Decision Reference DRN-4818168
24 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4818168 The complaint Mr R complains that NewDay Ltd was irresponsible to lend to him. What happened Mr R had eight NewDay credit cards as follows: Aqua – opened on 20 October 2014; Burton – opened on 26 June 2016; Topman – opened on 28 June 2016; Marbles – opened on 14 December 20... (3 pages)View decision -
Decision Reference DRN-5699397
17 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5699397 The complaint Miss J complains that NewDay Ltd, trading as Fluid, acted irresponsibly when they didn’t notice her gambling and kept on increasing her credit card limit. What happened Miss J took out a credit card with NewDay in October 2022 with a credit limit of £2,500. N... (6 pages)View decision -
Decision Reference DRN-3469121
10 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3469121 The complaint Mr S complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. What happened Mr S took out an Aqua credit card in November 2018. It initially had a credit limit of £1,200. Mr S thinks the initial limit was fair but then the credit limit wa... (3 pages)View decision -
Decision Reference DRN-2952185
30 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2952185 The complaint Mr J complained about lending made to him by NewDay Ltd. He said he already had a considerable amount of unsecured debt when NewDay lent him this money, and he thought this lending was irresponsible. What happened Mr J said he applied for a credit card with NewDa... (3 pages)View decision -
Decision Reference DRN-3975704
21 Mar 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3975704 The complaint Mrs B complains that NewDay Ltd irresponsibly gave her two credit card accounts that she couldn’t afford. What happened On 25 August 2019, Mrs B’s Aqua credit card was opened by NewDay Ltd with an initial credit limit of £450. The credit limit was increased to £1,... (4 pages)View decision
